Transforming Legal Membership Services at Lawgistics with Dynamics 365
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Established in 2001, Lawgistics have been providing legal solutions to the automotive industry for over two decades and, in that time, has become recognised as the legal experts for the motor trade. Operating on a membership-based model, they offer ongoing legal support and advice to their clients as part of their subscription services.
Background & Challenges
Background
Lawgistics had been relying on Sage CRM and Sage Finance for several years. However, as the organisation grew and evolved, it became clear that their existing systems could no longer support their changing processes and increasing demands.
Challenges:
- Limited flexibility: Sage CRM lacked the configurability needed to support their business model, making it difficult to adapt workflows as they scaled.
- Clunky user experience: As the previous system lacked adaptability to meet Lawgistics’ unique requirements, it wasn’t user-friendly, and users found navigating it a challenge.
- Disjointed processes: Teams were using a combination of separate databases and spreadsheets to fill the gaps where Sage CRM fell short.
- Integration challenges: Their existing integration with Virtual Cabinet, a key platform for sharing legal documents with clients, was limited and relied on periodic data pulls, resulting in delays and additional administrative overhead.
- Scattered data: Information was siloed across systems, making reporting and cross-functional visibility difficult.
The Solution & Implementation
Discovery and Planning
Pragmatiq began with a scoping phase to understand Lawgistics’ sales and case management processes in detail and proposed a tailored Dynamics 365 solution.
Execution
- Dynamics 365 Sales: D365 Sales is used to manage the full sales journey, from the initial lead to membership subscription. Customisations were made to accommodate Lawgistics’ unique subscription packages (e.g., Gold, Silver, Bronze tiers) and entitlements. The system also supports renewals and membership changes.
- Custom Case Management: A bespoke model was developed to handle the two primary case types: legal calls and cases. These represent different levels of entitlement within each membership, and the system can restrict access based on membership limits.
- Process automation: We replaced their manual spreadsheet rota with an automated case assignment system. The system can create tasks and send notifications based on simple rules (like when a case reaches a certain stage), reducing additional workload.
- Virtual Cabinet Integration: A more robust, point-to-point integration was built, enabling cases and documents to be pushed automatically from Dynamics into Virtual Cabinet, streamlining document sharing and reducing re-keying data.
- Sage Finance Integration: Pragmatiq integrated Dynamics with Sage Finance to automate invoicing based on membership renewals and changes.
- Feedback & complaints management: A custom feature allows the team to record and track feedback and complaints linked to individual legal cases, helping with service monitoring and reporting.
- Training & enablement: End-user and admin training was delivered to ensure the team could manage reports, dashboards, and minor configuration changes moving forward.
The Benefits
- Reduced manual admin: Automation of case assignment and document sharing eliminates repetitive tasks and minimises human error.
- Enhanced visibility: By centralising all sales and case data in Dynamics, staff now have a clear, real-time view of member activity, case progress, entitlements, and feedback -all in one place. Dashboards and reports also enhance decision-making processes, with individuals able to access insights in a timely manner.
- Improved user experience: With a more intuitive interface and tailored front-end design, the system was easier to adopt for users and made day-to-day navigation simpler.
- Scalable platform: Lawgistics now has a modern solution that can evolve alongside its business, supporting future growth and additional functionality as needed.
